M-KOPA Customer Care Manager Jobs in South Africa

M-KOPA Customer Care Manager Jobs in South Africa

At M-KOPA, We Finance Progress

The scale and impact of our work is massive. M-KOPA is a fast-growing FinTech company offering millions of underbanked customers across Africa access to life-enhancing products and services. From our roots as the pioneer in pay-as-you-go “PayGo’” solar energy for off-grid homes, we have grown into one of the most advanced connected asset financing platforms in the world, empowering a broad range of customers to achieve progress in their lives.

Our people reflect this mission; we pride ourselves in empowering our people to own their own careers, and encouraging growth through our learning and development programs, coaching partnerships, and on-the-job training.

As a collective, we value diversity, knowing every journey brings its own reward, and support each employee as they travel theirs. This includes our family-friendly policies, commitment to employee mental and physical well-being, and flexible working practices. Our aim is for every employee to be able to shape their own career, whilst helping shape the future of M-KOPA as we grow together.

About M-KOPA

As the Customer Care Manager, you will be required to provide leadership and support toward the delivery of the M-KOPA South Africa customer strategy. You will also provide leadership and support over the day-to-day operations of the M-KOPA South Africa Call Center.

You will lead multiple customer-facing teams across multiple customer interaction channels(Both voice and non-voice). Responsibilities for this role will include overseeing the support functions (Training, Projects, and Quality)within the South Africa Call Center.

This position will report to the Director of Customer Care

To achieve this, you’ll be expected to:

Implementing Customer Care strategies- Drive the overall implementation of customer strategies by creating tactical plans and coordinating the delivery against the set plans

Managing Customer Care operations- Overseeing the day-to-day operations of the call center with the aim of providing a seamless service to M-KOPA customers across multiple customer-facing teams

Multiple channel management- Manage multiple customer interaction channels: Voice (inbound and outbound) and non-voice (Online chat,

WhatsApp, Facebook, etc.) within the expected Service Levels

Process improvements- Review and streamline internal customer care processes and provide recommendations for continuous improvements across the call center teams to achieve incremental efficiencies

Performance management- Schedule and carry out performance discussions, coaching, and mentoring sessions to support the call center leadership in achieving individual objectives and key results

Recruitment- Plan for, and recruit agents based on the call center staffing needs and as guided by the workforce forecasting requirements

Problem-solving- Be the point of contact for all escalated issues related to customers, people, systems, or processes that require above a supervisor level to resolve

Cost control- Managing the call Centre operations within cost-effective parameters and according to budget mandates

People management- Point of contact between HR Business partner and the customer care agents on people-related topics

Reporting and analysis- Providing reporting visibility on all key call center metrics both overall and at an individual agent level
BPO- Point of contact for all engagements with BPO partners including managing overall BPO performance and deliverables

Experience

Over 3 years experience in a similar role

Previous experience working in a call center environment or BPO setup

Experience managing multiple customer interaction channels (voice and non-voice)

People leadership and management experience in a similar capacity

Good understanding of call Centre operations and metrics

Education

Bachelor’s degree in any related field

Competencies

Strong analytical and excellent communication skills

Excellent problem-solving skills

How to Apply

For more information and job application details, see; M-KOPA Customer Care Manager Jobs in South Africa

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